Description

Email: ibikunlekasali@gmail.com

Phone: (306) 850 – 0348

 

KASALI, Ibikunle     (CCNA, MCP, ITILv3, AIPS)

I am a solution-oriented, customer-centric, self-motivated and highly resourceful IT personnel offering years of experience fulfilling roles in IT Infrastructure, security and delivering high-impact results through the effective combination of technical expertise, attention to details and great problem solving and interpersonal skills. I also have background in serving at the helm of major projects, successfully executing roll outs, upgrades and delivering direct end-user training and support with strong troubleshooting, documentation and communication skills, making me the most suitable for the advertised Service Desk Network Analyst position.

 

Education

·   Bachelor’s Degree in Electronic and Computer Engineering

Lagos State University, Lagos.

(Equivalent to a Bachelor’s Degree as evaluated by World Educational Services (WES), Toronto).

 

Technical Certifications

Cisco Certified Network Associate – CCNA
Microsoft Certified Professional – MCP
Information Technology Infrastructure Library Version 3 – ITILv3
Avaya Implementation Professional Specialist – AIPS
Professional Experience

Technical Support Specialist.                                                              10/2018 – Present

HGS Canada, Saskatoon.

·         Resolves customer’s computer network issues, reducing trouble ticket by over 40%.

·         Simplifying complex technical issues using various tools, minimizing resolution time.

·         Slashed customer’s billing by 30%, providing customers with need-based solutions.

·         Research customer issues for trends in the ticketing system for better future interactions and increase capacity planning.

·         Escalate issues when situations demand to ensure resolution within stipulated SLA.

 

Achievements: Obtained a perfect score (100%), consistently surpassing service requirements by delighting customers, resolving their issues on time and with great interpersonal skills.

 

IT Infrastructure Analyst.                                                                              04/2013 – 09/2018

FBNQuest Capital, Lagos.

·         Provided technical (network, voice and operating system) support for company-wide users.

·         Responsible for onboarding of new staff with the provision of IT related

·         Utilized the ticketing system for resolution of incident management and knowledge base library.

·         Administration, configuration and maintenance of computers, mobile devices (Android, Apple and Windows), Microsoft Servers, Avaya IP PBX (Telephony), Cisco Routers and Switches.

·         Managed hardware and software inventories, user access, licensing and capacity management.

·         Maintained SLAs, contracts with vendors, suppliers and service providers.

·         Developed back-up procedures and effected disaster recovery and business continuity plans.

·         Monitored and maintained network availability while mitigating against network threats.

·         Evaluates applications and procedures to ensure conformity with the standard procedures.

 

 

Achievements:

-Increased Service Uptime – Led the change of over 400 computer systems from desktops to laptops within 2 weeks, thereby increasing mobility and saving space and cost by 50%.

-Service Management – Provided exceptional support for the C-level officers and consistently beating service levels (SLA) for 3 years in a row, culminating in an award by the company’s CEO.

-Cost savings – Managed the IT departmental budget (procurement of computer systems and peripherals) and vendors service negotiation for efficient resource utilization, saving cost by 39%.

Strengths: Disciplined problem resolver, highly collaborative, great soft skills, technically strong, great customer service skills and always willing to help others.

 

Volunteer Experience

Technical Department                         .                                                           10/2018 – Present

Redeemed Christian Church of God, Saskatoon.

·         Responsible for setup and management of all IT infrastructure services related for the church.

·         Subject Matter Expert (SME) for the church’s audio-visuals.

·         Overhauled the computer systems being used for IT duties in the church for efficient services.

 

Achievements:

-Audio Upgrade – Upgraded the church’s audio systems from a standalone to a centrally managed audio systems for efficient management and better performance.

-Data Repository – Implemented a resilient data backup system for the organization as storage for events and sermons which was initially non-existent.

-Software Deployments – Deployed new software to automate some of the church’s activities and events against the initial manual practice.

 

 

Areas of expertise

Networking:        Routing & Switching protocols for LAN, VLAN and WAN using Cisco Devices.

Platforms:           Cisco Routers (1900, ISRs,) & Switches (2900 series), Avaya Gateways (G450 and G430), Microsoft Windows 7, 10 and Windows Server Operating Systems, Office 365.

VoIP:                   Voice networking principles, Contact Center Routing, H.323 and abreast with SIP.

Technologies:     Cisco Data Networking, Microsoft Windows Active Directory, Local and Group Policy and Server Administration.

Trainings

·   Systems Administration and Network Management Using Microsoft and Cisco Technologies

Intra Metropolitan Technology, Lagos, Nigeria.

·   Business Continuity Management

Procept Associates, British Columbia, Canada.

·   Avaya Aura Communication Administration

Global Knowledge, Texas, United States.

·   Avaya Aura Communication Manager Maintenance and Messaging

Global Knowledge, Texas, United States.

 

Awards

FBNQuest Capital – MD/CEO’s Award: Service with a Smile (Best Essential Services)

 

Personal Attributes

·         Advanced technical knowledge in network, voice, computers and user – support

·         Team work, multi-tasking and great time management skills

·         English fluency and ability to work with minimal supervision.

·         Possession of own vehicle and valid driver’s license.

 

References

·      Sean Majury, Team Lead, High Speed Internet Technical Support, HGS Canada, Saskatoon.

Tel: +1 902 791 0099, E-mail: Sean.majury@teamhgs.com

 

·      Chidinma Iwe, Lead, Infrastructure Unit, FBNQuest Group, Ikoyi, Lagos, Nigeria.

Tel: +234 802 761 3717, E-mail:Chidinma.iwe@fbnquestmb.com

 

·      Thompson Okoka, Lead, Network Integration, Cloud Exchange (West Africa), Lagos, Nigeria.

Tel: +234 803 912 3700, E-mail: Thompson.okoka@cloudexchange.com.ng

Education

Lagos State University

Feb 1998/Aug 2003 B.Sc Electronic and Computer Engineering

Experience

HGS Canada

Oct 2018 - Till Date Technical Support Specialist

• Resolves customer’s computer network issues, reducing trouble ticket by over 40%.
• Simplifying complex technical issues using various tools, minimizing resolution time.
• Slashed customer’s billing by 30%, providing customers with need-based solutions.
• Research customer issues for trends in the ticketing system for better future interactions and increase capacity planning.
• Escalate issues when situations demand to ensure resolution within stipulated SLA.

Achievements: Obtained a perfect score (100%), consistently surpassing service requirements by delighting customers, resolving their issues on time and with great interpersonal skills.

FBNQuest Capitalk Limited

April 2013/September 2018 Infrastructure Specialist

• Provided technical (network, voice and operating system) support for company-wide users.
• Responsible for onboarding of new staff with the provision of IT related
• Utilized the ticketing system for resolution of incident management and knowledge base library.
• Administration, configuration and maintenance of computers, mobile devices (Android, Apple and Windows), Microsoft Servers, Avaya IP PBX (Telephony), Cisco Routers and Switches.
• Managed hardware and software inventories, user access, licensing and capacity management.
• Maintained SLAs, contracts with vendors, suppliers and service providers.
• Developed back-up procedures and effected disaster recovery and business continuity plans.
• Monitored and maintained network availability while mitigating against network threats.
• Evaluates applications and procedures to ensure conformity with the standard procedures.

Achievements:
-Increased Service Uptime – Led the change of over 400 computer systems from desktops to laptops within 2 weeks, thereby increasing mobility and saving space and cost by 50%.
-Service Management – Provided exceptional support for the C-level officers and consistently beating service levels (SLA) for 3 years in a row, culminating in an award by the company’s CEO.
-Cost savings – Managed the IT departmental budget (procurement of computer systems and peripherals) and vendors service negotiation for efficient resource utilization, saving cost by 39%.
Strengths: Disciplined problem resolver, highly collaborative, great soft skills, technically strong, great customer service skills and always willing to help others.

Volunteer Experience: Redeemed Christian Church of God, Saskatoon

September 2018 - Till Date Technical Department

• Responsible for setup and management of all IT infrastructure services related for the church.
• Subject Matter Expert (SME) for the church’s audio-visuals.
• Overhauled the computer systems being used for IT duties in the church for efficient services.

Achievements:
-Audio Upgrade – Upgraded the church’s audio systems from a standalone to a centrally managed audio systems for efficient management and better performance.
-Data Repository – Implemented a resilient data backup system for the organization as storage for events and sermons which was initially non-existent.
-Software Deployments – Deployed new software to automate some of the church’s activities and events against the initial manual practice.